Team Lead - Customer Service

Ameriprise Financial Services, LLC • Charlotte, NC

2d • Hybrid

About The Position

The Team Lead will join the Customer Service team to help deliver customer-centric, best-in-class service for advisors, clients, and business partners. The role leads, coaches, and develops service professionals while driving operational excellence and continuous process improvement. The Team Lead provides timely behavioral-based coaching, supports resolution of escalated issues, and contributes to customer service initiatives and business projects. The role also helps maintain policies and procedures for exceptional service delivery, supports staffing and workforce planning, and fosters team development and mentoring. Success requires a commitment to service excellence and ownership of results related to service accuracy, quality, and performance metrics.

The position is based on in-office collaboration: employees work in the office at least four days per week, with flexibility to work from home one day per week. Some roles may require additional or different in-office expectations, which will be discussed during the hiring process.

Requirements

• High school diploma or GED.
• 3 to 5 years of relevant experience.
• Active Series 7 and Series 63 licenses.
• Solid understanding of customer service operations, processes, policies, and industry regulations.
• Experience coaching or providing leadership to others.
• Strong organizational and communication skills, including the ability to understand, simplify, and resolve complex issues.
• Ability to collaborate effectively across all levels.

Nice To Haves

• Bachelor's degree or equivalent.
• Product-specific or financial services industry experience.
• Experience with Ameriprise customer policies and procedures.

Responsibilities

• Lead, mentor, and develop direct reports, providing vision, operational direction, and support on customer service processes and transaction-processing standards.
• Guide team members through complex or high-priority service situations and assist with escalated issues.
• Manage team workload, set priorities, and ensure efficiency, accuracy, processing, and call-quality metrics are consistently met or exceeded.
• Serve as a subject matter expert on cross-functional initiatives, projects, and process improvement efforts impacting customer service.
• Provide meaningful performance feedback and behavioral-based coaching, support continuous skill development, conduct regular one-on-ones, and foster individual and team success.
• Help maintain policies and procedures that support exceptional service delivery.
• Support staffing and workforce planning efforts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED